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OrientXpress Casino - Stalling payment fort weeks, getting the runaround with verification

RESOLVED
Complaint Info
Disputed casino OrientXpress Casino
Reason Verification issues
Amount € 260
Inactive user
Posted on May 6, 2017

Hi! I deposited on this site 14/4 and won 260 euro! I made sure by the chat that all wagering was met and asked for a whidrawal.
I then asked the chat were to send my docs and which one they need and i sent them all right away.

Now, 3 days goes by and i get a mail from payment apartment that they need my documents.. i kindly replied i sent them right away i whidrawed.

4 days later they rejected my whidrawal becausw i havnt sent any docs. I entered the chat and they did loose it. Had to resend everything. The adress their payment apartment wanted me to reply on dont seem to hit them. They shluld have a DO NOT REPLY on those emails instead. I resend all to another mail.

3 days after this i get into chat asking how it goes. Got the answer my whidrawal was processed, they recieved all docs they need and i will have my money im 5 days. Good! The day after this i got a mail from payment apartment with the same info, my whidrawal was processed and the money is on its way!

After 5 days i reenter the chat asking how it goes, and they keep saying thw funds were sent 23/4 and i also got mail from payment apartmantment saying so.

But, 7 days after, 30/4 i get a new mail from payment apartment saying they miss a doc. I get really mad because i got verified both by chat and by mail from payment apartment that my mpney is on its way but this was a lie. The doc they needed was one of the docs in the first mail, but they say they got all exept for this bankstatement doc.. i asked a supervisor to call me, explaining the situation and he said he will speed all up for me if i just resend this doc.. so i did..

Today, 5 days later i went into the chat again, they have lost this document aswell, so i resend it..
I never had such issues with any casino and i feel like i wont recieve anything at all.. i have mails and chatlogs saved if neccesary. Almost a month has gone and still no money. Its all so weird.

Inactive user
Posted on May 7, 2017

Update!
Logged on to chat again today asking if they recieved my latest document. Today the chat operator say that my whidrawal was sent 23/4 and that there are no info about any documents. They keep lying to me. I now got printscreen from 6 different chatmembers saying my funds were sent 23/4.

As you can see from attached files i got my whidrawal verified and proceased 24 april, then 1 may i get a new mail that they need bankstatement doc in swedish though.. after this ive been sending this doc 3 times.

Isnt it illegal to lie to players and mail to them that you processed their whidrawal, only to change your mind 7 days later and demand new doc that you already recieved? Then "loose" it 2 times? I hope i will get my money soon so i can leave this casino for good.

Posted on May 8, 2017

Dear Niikiizz,

We very much regret that your experience with us was not to your satisfaction. We are looking into the matter and will be making contact with you shortly.

Thank you for your patience.

OrientXpress

Posted on May 8, 2017

The casino's Arbitration Team has sent an e-mail to you directly to the address on record with us. Thanks again!

Inactive user
Posted on May 8, 2017

Update!

Got mail yesterday some hours after my first update that my whidrawal once again was processed and i will have it whithin 5 days. Also got mail from a team-member today. No money yet hit my account as of this moment but ill be sure to update as soon as it hits my balance.

I hope my awful experience here is of your best interest and im anxious to see what way you will compensate me for all time spent with this matter, a drive back and fourth to the bank since you didnt seem to accept my bankstatement that all other casinos accept, making me accually go to the bank and get a bank certificate, and having to go trough all of this for a simple whidrawal of 260 euro.

Inactive user
Posted on May 9, 2017

Update!

Got only 240 euro today.. waiting for mail from casino staff explaining to me why this all happened.

AskGamblers
Posted on May 13, 2017

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now. Thank you all for your cooperation.

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